Merchant Success Manager - eCommerce

Greater Giving, Inc.; Cambridge; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Bonuses/Equity awards

Flexible work environment

Community & charity time off

Job summary

Global Payments is launching a premium eCommerce growth and optimisation service to help merchants improve payments performance and unlock additional revenue. We’re looking for a Merchant Success Manager – eCommerce to own the experience and outcomes for merchants enrolled in this paid service.

In this role you’ll deliver value by coordinating expert teams, aligning success plans with merchant goals, and driving measurable improvements in payments performance and ROI.

Qualifications

• Experience in customer success, professional services, or complex account management.
• Strong communication skills and confidence working with senior merchant stakeholders.
• Commercial mindset with a focus on outcomes and ROI.

Responsibilities

• Sell and support sales of Global Payments' new Professional Service offering.
• Act as the main point of contact for merchants using our paid eCommerce growth services.
• Own merchant outcomes, success plans, and ongoing service delivery.
• Coordinate technical and optimisation activity across specialist teams.
• Lead regular merchant reviews focused on performance, value delivered, and next opportunities.
• Ensure merchants benefit fully from enhanced SLAs, reporting tools, and premium fraud solutions.
• Identify risks early and keep merchants on track to achieve their objectives.
• Demonstrate the value of the service through clear outcomes and results.

Skills

Customer success

Account management

Communication

Commercial mindset

Cross-functional collaboration

eCommerce/payments interest

Job description

Global Payments is launching a premium eCommerce growth and optimisation service to help merchants improve payments performance and unlock additional revenue. We’re looking for a Merchant Success Manager – eCommerce to own the experience and outcomes for merchants enrolled in this paid service.

This role is all about delivering value. You’ll work closely with merchants to understand their goals, coordinate expert teams, and ensure payments optimisation initiatives translate into real commercial results.

What you’ll do

• Sell and support sales of Global Payment's new Professional Service offering
• Act as the main point of contact for merchants using our paid eCommerce growth services.
• Own merchant outcomes, success plans, and ongoing service delivery.
• Coordinate technical and optimisation activity across specialist teams.
• Lead regular merchant reviews focused on performance, value delivered, and next opportunities.
• Ensure merchants benefit fully from enhanced SLAs, reporting tools, and premium fraud solutions.
• Identify risks early and keep merchants on track to achieve their objectives.
• Demonstrate the value of the service through clear outcomes and results.

What success looks like

• Merchants seeing measurable improvements in payments performance
• Strong merchant satisfaction and retention of paid services
• Clear delivery of value against agreed success metrics
• Effective coordination across growth and technical teams

What you bring

• Experience in customer success, professional services, or complex account management
• Strong communication skills and confidence working with senior merchant stakeholders
• Commercial mindset with a focus on outcomes and ROI
• Ability to navigate technical and commercial conversations
• Organised, proactive, and comfortable working cross‑functionally
• Interest in eCommerce, payments, and digital commerce optimisation
• Be part of a new, premium eCommerce services offering
• Work directly with merchants to deliver real revenue impact
• Collaborate with experts in payments, technology, and optimisation
• Help shape how eCommerce success is delivered at scale

What we offer you

A multifaceted role with a high degree of responsibility and a broad spectrum of opportunities

A modern and flexible work environment and a dedicated, motivated, and supportive team

Time to support charities and give back to your community

A fantastic range of benefits designed to help support your lifestyle and well-being

Explore the benefits we offer to Globalpayers in the United Kingdom

My Health

We offer access to medical coverage that supports the health and wellbeing for you and your family

My Money

In addition to base salary, you may be eligible for bonuses and/or equity awards, determined by role, level, impact, and our policies.

My Lifestyle

We have a dedicated Wellness Week each year – which includes an extra paid day off - so you can take time to relax, recharge and invest in your wellbeing

My Family

FLEX, our family inclusion community, offers support for all Globalpayers at every stage, from raising families to caring for loved ones

My Time Off

We offer paid time off and public holidays so you can rest, recharge and spend time on what matters most.